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IT Operations Lead - USA (Req ID: 497319)
Salary Range: $87,000 - $100,000
Location: Hornell, NY or Pittsburgh, PA - candidate must be local and available for onsite work About Alstom:
Alstom is a global leader in smart, sustainable mobility - offering trains, metros, signalling, infrastructure, and digital solutions in over 60 countries. With more than 80,000 employees, we're committed to greener, smarter transport networks that connect cities and reduce carbon emissions. Operating Philosophy: IS&T Model
At Alstom, our IS&T operating model balances value and innovation with uncompromising operational excellence. Key priorities include:
Developing costefficient services and standardized solutions
Driving performance, efficiency, and agility in everyday operations through targeted KPIs
Measuring how IS&T services perform for internal users
Supporting end users locally and through a Service Desk
Aligning local priorities and resources to integrate with global IS&T processes and standards
This model is grounded by four guiding principles:
Standardization of business processes
Responsiveness to regional priorities
Improving cost variability and operational efficiency
Leveraging innovative technologies to deliver business value
Role Overview
The IT Operations Lead reports to the Americas IS&T Region Operations Manager and oversees local IS&T support services while managing relationships with regional stakeholders. This role ensures that local operations align with global objectives without sacrificing responsiveness or service quality.
Key Responsibilities
Track, analyze, and report on onsite support metrics and KPIs
Maintain site IS&T performance in compliance with Service Level Agreements (SLAs)
Oversee management and tracking of regional hardware (PCs, printers, tablets, phones) and site configurations
Maintain the operational partnership with strategic IT vendors and prioritize work accordingly
Enforce compliance with quality assurance plans and contractual service agreements
Log, follow up, and escalate issues within operations teams as needed
Lead incident and problem management protocols
Coordinate with local management, support teams, and business partners during crises or major incidents
Approve service requests in line with established validation workflows
Identify needs for enduser training or tutorials and ensure delivery
Cultivate local business relationships with regional stakeholders
Handle escalations to maintain user satisfaction and operational integrity
Represent IS&T operations in site-level workshops and forums
Lead or support central operational initiatives across the region
Required Qualifications, Skills & Attributes
Education / Experience
Language Skills
Core Competencies
Strong, effective communication with international and crossfunctional teams
Results-driven and self-motivated
Data-oriented: confident working with metrics, KPIs, and statistical insights
Intellectual curiosity and creative approach to challenges
Ability to work independently in a global environment
Collaborative mindset and team orientation
You don't need to be a train enthusiast to thrive with us. We guarantee that when you step onto one of our trains with your friends or family, you'll be proud. If you're up for the challenge, we'd love to hear from you! Important to note As a global business, we're an equal-opportunity employer that celebrates diversity across the 63 countries we operate in. We're committed to creating an inclusive workplace for everyone.
Job Segment:
Information Systems, Operations Manager, Quality Assurance, Technology, Operations
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Alstom
Oct 03, 2025